Service Cloud Voice Developer Job DescriptionAbout The Company Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions, operating in over 46 countries worldwide. Renowned for its innovative approach and commitment to excellence, TCS empowers organizations across various industries to transform their digital landscape.

With a rich history of delivering cutting-edge technology solutions, TCS is dedicated to fostering growth, efficiency, and customer satisfaction for its clients. The company's culture emphasizes diversity, inclusion, and continuous learning, making it a preferred employer for professionals seeking impactful career opportunities in the technology sector.

About The Role The Service Cloud Voice Developer at Tata Consultancy Services will play a pivotal role in designing, implementing, and maintaining advanced telephony integrations within Salesforce Service Cloud. The ideal candidate will possess extensive experience in Salesforce development, with a strong background in telephony and Computer Telephony Integration (CTI).

This role involves working closely with cross-functional teams to deliver seamless voice-enabled customer service solutions, leveraging platforms such as Genesys Cloud CX and Amazon Connect. The developer will be responsible for configuring telephony solutions, developing custom integrations, and optimizing agent workflows to enhance the overall customer experience. This position offers an exciting opportunity to work on innovative voice solutions that directly impact client satisfaction and operational efficiency.

Qualifications The successful candidate should have a minimum of 5+ years of experience in Salesforce development, with at least 2+ years specifically focused on telephony or CTI integrations. Robust expertise in Salesforce Service Cloud, Apex programming, and Lightning Flow is essential.

Hands-on experience with Partner Telephony solutions such as Genesys Cloud CX and Amazon Connect is required. Candidates should possess a solid understanding of telephony protocols, contact center operations, and real-time communication frameworks. Excellent problem-solving skills, attention to detail,



and the ability to work collaboratively in a dynamic environment are also important.

A bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

Responsibilities

- Design, configure, and deploy Salesforce Service Cloud Voice (SCV) solutions using supported telephony partners, including Genesys Cloud CX, ensuring seamless integration with existing systems.
- Implement the SCV Partner Telephony model, including telephony provider configuration, Contact Center Connector setup, and Salesforce-specific SCV configurations to facilitate efficient voice-based customer service operations.
- Configure Omni-Channel routing, SCV-enabled queues, and agent workspace layouts to optimize call handling and agent productivity.
- Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks, ensuring real-time data flow and reliability.
- Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen-pop behavior, and event synchronization to enable smooth communication between platforms.
- Build and optimize Genesys Architect call flows and routing strategies, aligning them with Salesforce case, contact, and skill-based routing models to enhance customer experience.
- Surface IVR data, call recordings, and transcription outputs within the Salesforce Service Console where supported, providing agents with comprehensive call context.
- Diagnose and resolve integration issues across Salesforce, SCV, and Genesys platforms, including authentication failures, event mismatches, and call record synchronization gaps.
- Enable and configure real-time transcription within Service Cloud Voice to support AI-driven insights, including connecting transcription outputs to Einstein and Agentforce AI capabilities.
- Develop Apex classes, event handlers,



and Platform Event logic to process telephony events, update call records, and automate CRM workflows.
- Build Salesforce Flows and guided experiences such as call scripts, escalation paths, and wrap-up processes to streamline agent interactions.
- Design data capture mechanisms for telephony metrics, including call duration, outcomes, transfers, and customer satisfaction scores, integrating these into Salesforce cases and contacts.
- Create comprehensive reports and dashboards within Service Cloud to monitor KPIs like average handle time, first contact resolution, queue performance, and agent utilization.
- Collaborate with telephony engineers, contact center operations, and Salesforce Solution Architects to deliver cohesive voice solutions and ensure operational excellence.
- Produce detailed documentation, including integration designs, configuration guides, and operational runbooks, to facilitate ongoing support and knowledge sharing.
- Provide training and knowledge transfer sessions to administrators and team leads, ensuring they are equipped to manage and optimize the Service Cloud Voice solutions effectively.

Benefits Joining Tata Consultancy Services offers a competitive compensation package, comprehensive health benefits, and opportunities for professional growth. Employees have access to continuous learning programs, certifications, and career advancement pathways. TCS promotes a collaborative work environment that values innovation, diversity, and inclusion. The company also provides flexible working arrangements and wellness programs to support work-life balance. Additionally, employees can participate in global projects that enhance their skills and expand their professional networks, contributing to a fulfilling and dynamic career journey.

Equal Opportunity

Tata Consultancy Services is committed to creating a diverse environment and is proud to be an equal opportunity employer. We do not discriminate based on race, religion, gender, age, sexual orientation, disability, or any other protected characteristic. We believe in fostering an inclusive workplace where everyone has the opportunity to thrive and contribute to our collective success.

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